ERP시스템 서비스 품질이 사용자만족도 및 직무만족도에 미치는 영향

Abstract

This research project is centralized around each enterprise which are in direct use of the ERP system. It measures the service quality of the ERP system and analyzes the relationship between the system satisfaction and job satisfaction in order to suggest betterment in providing a high quality service in the ERP system. The results of this research project, provided the following analysis: First, the system satisfaction of the ERP appeared to be increasing gradually. The results from the study of Jung bunggul(2005), showed an average system satisfaction of 3.12 which was fairly lower than the total average. However, in this study, the system satisfaction rate appeared to be 3.47 which was higher than the average. Also, the job satisfaction rate was 3.43 which was significantly higher than the study from 2005. Secondly, the tentative theory of the research, which stated that the use of the KS-SQI model is appropriate when measuring the service of the ERP system, appeared substantiate through an inspection which tested the reliability and validity of the model. However, it appeared to be unsuitable when put in direct application as a measure of the other service industry. The KS-SQI was used in order to determine whether or not the positive assistance of the supporting function correlates with the quality of the system. Therefore, to be used as an accurate service quality of the ERP system, further research is necessary. Third, the results of theis research project showed that the increase in service quality of the ERP system, also showed an increase in the system satisfaction and job satisfaction. It is evident that job satisfaction leads to an increased efficiency of their work, which will eventually contribute to what the company stands for.